Questions About Making a Reservation

What is required to make a reservation?

You can browse our site for current availability and rates (under each property details page). Once you have found the property you would like to stay at, either call us toll free at 1-800-641-1406, or fill out the property reservation form (located on each property details page). We will need your name, billing information, phone numbers, email address and the number of adults and children traveling with you. An emergency contact number is suggested as well.

A deposit (or payment in full for reservations made with-in 50 days prior to arrival) and signed lease agreement will be required at the time of booking. We currently accept VISA, MC, AMEX and Discover credit cards. You can also arrange to overnight a personal check or make a bank to bank wire transfer. After your reservation has been processed, you will receive an email with your reservation number, welcome letter, invoice (reflecting each payment) as well as the terms and conditions of your specific vacation rental.

Do you offer concierge services and vacation planning?

During the summer months, we have a full-time concierge, our Director of Fun, to assist you with any needs you may have during your stay. Prior to your arrival, our concierge will email you to help schedule any advanced reservations you may need, such as dinner reservations, baby sitters, grocery shopping or bike rentals. You may also contact us anytime prior to your arrival. The Guest Services Desk is staffed from May 15 - October 2.

Can I combine discount offers or packages?

Only one discount offer, or package deal can be applied to a single reservation unless otherwise specified.

When is check-in & check-out time?

Your vacation rental will be available for check-in at 3:00 p.m. An early check-in can be coordinated for an additional fee in certain circumstances. If the property has a check-out the day of your arrival we will not be able to coordinate an early check-in because our housekeeping staff will not have enough time to prepare the house for your arrival. Check-out time is 10:00 a.m. A vacation home requires more time to clean than a hotel room, so please help us prepare for our next guest by being on time.

What are your office hours?

During the summer season, our Reservations call center is open Monday - Friday from 9:00 AM to 5:00 PM and on from 9:00 AM - 12:00 PM. Off season hours vary. Our Guest Services Desk (May - October only) is open Monday - Saturday from 9:00 AM - 5:00 PM and on Sundays from 11:00 AM - 2:00 PM. If you need to check in after hours, or on Sunday, a staff member will be available to check you in. Our Property Care staff are available 24 Hours for emergency maintenance issues.

Do you offer Travel Insurance?

Yes, travel insurance may be purchased through us anytime before your final payment at an additional 6.95% of your reservation total, however the earlier you purchase the insurance, the more benefits you will have. For more information on travel insurance through CSA, please click here. We offer a 10 day free look, during which time you may opt out for any reason for a full refund. Please note that while travel insurance is optional, our property protection insurance is required for every reservation.

What is the $95.00 booking fee for?

In addition to our published rates, each reservation will be charged a $95.00 booking fee. The fee is broken down into the Property Protection Fee ($60) which is a damage waiver that will cover up to $3,000.00 for accidental or inadvertent damage. This is in lieu of a traditional security deposit which start at an additional 10% of the reservation total. The remaining $35.00 is used to cover administrative processing costs associated with the reservation. If you prefer to use a traditional security deposit, please inform your reservation specialist when booking.

Please be advised that a valid credit card will still be required at check-in cover any additional charges made during the guest's stay. ** Any intentional damage or gross negligence will result in additional costs charged to the guest's credit card, as well as any damages beyond the covered $3,000.00 insurance policy and for fines due to improper recycling or extensive departure cleaning.

What is your Change/Cancellation Policy?

If you need to change your reservation (date changes or accommodation changes) there will be a $20.00 service fee applied to the account. No changes can be made within 30 days prior to arrival. In the event of cancellation, and the accommodation is re-rented for the rental period at the same rate, all payments will be refunded, less a 25% cancellation fee. In the event the accommodation cannot be re-rented for the rental period, the guest is responsible for the full rental amount, or the difference if the accommodation is rented at a lesser rate. No refunds will be given until the property is re-rented. Ask a Nantucket Retreats` reservations agent about travel insurance which will cover cancellations in certain conditions.

What will we be responsible for when we check-out?

Every reservation includes a certain number of hours towards your departure clean (house specific - under terms & conditions/lease agreement). You can help to ensure we are able to stay within those hours by helping with certain tasks, such as emptying out your refrigerator and taking out the trash, starting the dishwasher and if possible start a load of towels in the washing machine. You will receive a detailed set of departure instructions the day before your departure. You will also receive detailed recycling instructions when you arrive. Recycling is mandatory on Nantucket and will result in large fines charged to your credit card if the instructions are not followed properly. Guest Services is available for any questions! Check out is by 10:00 AM.

How will I receive my confirmation and arrival instructions from Nantucket Retreats?

All confirmation and arrival instructions will be sent via email, unless email is unavailable.
To make certain you receive these emails, please adjust your spam filter to add the domain nantucketretreats.com to your list of accepted email addresses. You will receive a reservation confirmation email within 24 hours of making your reservation from reservations (at) nantucketretreats (dot) com, which will include detailed payment instructions and the terms & conditions for your specific vacation home. After each payment, you will also receive an updated invoice that will reflect all of your payments.

Two weeks prior to your arrival, expect an email from our Guest Services Desk, vacations (at) nantucketretreats (dot) com, with arrival instructions and a list of vacation planning needs that we can do for you. If you have not received these emails and you have adjusted your spam filters, please contact our reservations call center at 1-800-641-1406 or 508-228-4089.

Do you have a Lost and Found?

Yes. If you’ve left something behind on your visit and we find it, we can arrange to have it shipped back to you via UPS or FedEx. Please note that you will be responsible for the shipping charges. Any items not claimed by the end of the summer will be donated locally.

Questions About Our Vacation Homes

How many people are allowed to stay in each home?

By state law, occupancy may not exceed what is posted for each home. Maximum occupancy includes infants and children and ranges from 4 to 12 guests.

Do you allow pets?

Although we are all pet lovers, we cannot allow pets in any of the homes for various reasons. There are boarding options available through Offshore Animal Clinic, however
you will not be able to bring your pet to your accommodation. We have a strict no-pet policy; If pets are found on the premises, this will constitute a breach of the terms & conditions and will result in a fine and/or immediate eviction from your vacation home.

Is there air conditioning and heat?

All of our accommodations have heat and air-conditioning. Some homes have gas fireplaces and most have central air-conditioning or at least window air-conditioning units (air-conditioned rooms). Please check the home features on each home for specifics.

Is there a fully equipped kitchen in the vacation rental?

Yes, every vacation rental has a fully equipped kitchen including:

Refrigerator

Stove

Microwave

Dishwasher

Blender

Coffee Maker

Toaster

Pots & Pans

Dishes, glasses, silverware and cooking utensils

Washer and Dryer

Iron and ironing board

Vacuum Cleaner, Broom and Dust Pan

Is there a telephone in the vacation homes?

Most accommodations have a phone for local calling. Some homes have expanded voice services, such as free long distance calls to US and Canada. Most cell phone providers work fine downtown, however only Sprint and AT&T seem to work well in Quidnet.
Verizon does not work in Quidnet.

What is considered a suite vs a guest room?

A suite, includes a private bathroom attached to the bedroom. Some suites may also offer additional bathroom access from the hall. A guest room does not have a private bath and uses a shared bath down a hallway with other guest rooms.

Are linens and towels provided?

Yes, there are two sets of linens per bedroom and two sets bath towels for each guest. There is also one beach towel per guest. Spare linens are stored in the bedroom closet. Beach towels are stored in the laundry room.

Is housekeeping service provided?

Your vacation home has a detailed cleaning prior to your arrival and after your departure. All Gold Service Level properties include two days (per week) of mid-week housekeeping. A mid-week clean includes: making all the beds, cleaning all bathrooms, kitchen area, vacuum and dusting, sweeping and mopping. For reservations that are two weeks or longer, linens will be changed out and washed once per week in addition to the regular mid-week cleaning. You may request any cleaning schedule or tasks for an additional fee. Your housekeeping schedule will be set prior to your arrival with Guest Services, along with any other vacation planning you may need.

Bronze and Silver Service Level homes do not include mid week housekeeping, but can usually be scheduled for an additional fee.

Are there cleaning supplies?

We do not leave any chemicals in the home but there is a washing machine, dryer, mop, broom, dustpan, vacuum, dishwasher, iron and ironing board in the property. There are starter paper products in the home, however you will be responsible for your other needs thereafter.

What products (e.g. trash bags) are included in the vacation homes?

Silver and Gold Service Level Homes include the following starter items:

1 roll of paper towels

3 rolls of toilet paper per bathroom

1 box of tissues per bathroom

1 sink soap and 1 shower soap per bathroom

1 shampoo per bathroom

(1) 2 oz. liquid dish soap

1 box of dishwasher tablets (enough for your stay)

Full stock of trash bags (enough for your stay)

Laundry detergent (enough for your stay)

These starter products are included in each reservation upon your arrival, however you will be responsible for your additional needs after they have been used up.

Are the properties Non-Smoking?

Yes, all of our accommodations are Non-Smoking. Smoking is permitted outside of the property only.